What is this feature and why you should use it.
Talkative Engage uses Queues to group interactions together. You can have as many or as few queues as you require. For many of our customers, one queue is sufficient. By default, your new Talkative Engage account will be created with a Default Queue which will have the Default User group assigned to it.

You can create multiple queues based on your requirements. You might for example, have a Customer Support queue, a Complaints queue and a General Inquiries queue. Each queue must then have at least one group assigned to it. Groups are simply a collection of agents. An agent can be in multiple groups, and you can create as many groups as you wish.

Who can use this feature?

Table of Contents  

• How to create a user group [5 Minutes]
  • Step 1: Log into Talkative
  • Step 2: Access group settings
  • Step 3: Create Group
• How to create a Queue [5 Minutes]
  • Step 1: Log into Talkative
  • Step 2: Access queue settings
  • Step 3: Create queue

What will you learn from this article? 

1. How to create a user group

2. How to create a queue

How to create a user group [5 Minutes]

This section will 

Step 1: Log into Talkative

• Log into the Talkative platform using one of the following URL's:
  • EU Login
  • US Login
  • AU Login 

Step 2: Access group settings

• Click the 'Settings' tab on the left hand side
• Click 'Groups'
  

Step 3: Create Group

• Click 'Create Group'
  
• Give the group a 'Name'
• On the left hand side, select users that you want to be a part of the group, then click the arrow to add them to the group
• Then click create group
  

How to create a Queue [5 Minutes]

Create a step-by-step guide for troubleshooting and link the steps here.

Step 1: Log into Talkative

• Log into the Talkative platform using one of the following URL's:
  • EU Login
  • US Login
  • AU Login 

Step 2: Access queue settings

• Click the 'Settings' tab on the left hand side
  
•  Click 'Queues'
  

Step 3: Create queue

• Click 'Create Queue' at the top of the page
  
• Give the queue a name in the 'Label Field'
• Select any emails you want the queue to associate with

This email address is used as the "ReplyTo" email address when a customer requests a chat transcript. In addition to this, if your chat widget is configured to allow offline emails (such as when the queue is offline due to business hours), the emails will be sent to these addresses. 

• Select the 'Initial Channel' and 'Initial Canned Message'
  • For more information on canned messages, click here.
• Select the 'Business Hour' config you would like to use.
  • For more information on business hours click here.
• Then select which groups you would like to associate to the queue, then click the arrow to add them to the queue.
• Click Create queue
  

On this page, you can link any number of groups to a queue. These can be used to reflect given circumstances such as if you had an increased amount of activity on one queue and the agents were struggling to keep up, you could assign extra group to the queue to take some additional load.